English version

Temporary role: Enterprise Technical Account Manager

Data: 04/02/2013

Job Description

Amazon’s Webstore team seeks an Enterprise Technical Account Manager (eTAM) on a temp basis to support a £700MM+ tier 1 retailer for around 7 - 9 month. The eTAM it is a critical part of Amazon.com’s mission to deliver timely, accurate and professional technical support, project and account management. eTAM is the primary technical interface between Amazon.com and the sellers operating their online business using our leading edge, multichannel ecommerce platform. This vital role requires an action-orientated, technically trained, and flexible problem-solver who will assist sellers in multiple areas such as day-to-day real-time operational support, driving problem resolution at various levels. Additional responsibilities include service level management, problem management, defect tracking, chronic issue resolution, change management integration, enhancing internal process and procedures, working with internal teams on project delivery, helping fulfillment teams insure on-time delivery of products ordered, and driving seller technology improvements. An eTAM communicates with a variety of senior management levels within the seller’s business and must be able to effectively and positively represent the technical and business aspects of the seller’s online business. Candidates must be highly driven and be able to develop original ideas, approaches, and solutions to typical, unusual, or difficult situations or problems. Must have a strong attention to detail, be ready to dive-deep and have the ability to evolve in an ambiguous and fast paced environment. A successful candidate will have excellent communication and presentation skills, along with the ability to effectively manage multiple projects / tasks across an organization. Key to this would be good analytical skills and deep technical experience.

Essential Functions:
• Manage the workflow of low severity and high severity technical response queues, adhering to contractual service level agreements;
• Analyze failures and optimize the Amazon ecommerce platform to ensure our clients business is growing;
• Manage chronic issues and defects with our sellers, internally and externally leveraging resources to meet the needs of the seller’s business;
• Manage seller escalations and concerns, effectively communicating and managing expectations regarding problem resolution;
• Generate creative and sound recommendations on best practices for our seller’s business, guiding them to successfully utilize the delivered technology;
• Work with business and project teams to insure project releases meet client requirements and minimize interruptions of service;
• Actively contribute to the change management process as an advocate for our clients.

Basic Qualifications
Essential Skills:

• Experience in client facing technical support roles required. Previous experience in online retail preferred;
• Demonstrated proficiency working with distributed computing environments, and general programming knowledge;
• Working and current knowledge of web technology;
• Excellent written and verbal communication, as well as solid and experienced presentation skills;
• Demonstrated success in driving long term technical improvements and communicating outcomes with varying levels of management.

Education:
• BS in Computer Science, or 5+ years of relevant technical and client facing experience.

Preferred Qualifications
• MBA in Computer Science Preferred, or 7+ years of relevant technical and client facing experience.


Per ulteriori informazioni è possibile consultare il seguente link.


Pagina precedente